
DHL Express Vietnam
JOB DESCRIPTION
- Accept and register bookings for DHL services
- Offer alternatives to customers and seize upselling and cross-selling opportunity of valued added services (e.g. Sales Leads, shipment insurance) during interaction with customer
- Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time and prices
- Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands
- Liaise with Operations and other departments for quick and efficient resolution of customer issues and queries
- Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology and service to positively enhance customer’s experience with DHL
- Adhere to global CS procedures while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with CS supervisors and managers
- Assist the supervisors (if applicable) to carry out relevant CS orientation / training programs for new or existing CS staff
JOB REQUIREMENT
- Ability to work in shifts (earliest start time: 7AM; latest end time: 9PM)
- Expected years of experience: 1-2 years experience in a Customer Contact Centre environment in a service industry
- Experience working in teams
- Expected Educational Qualifications: College or University Degree (preferable)
- Typing skills (at least 30 wpm preferable)
- Telephone skills (excellent)
- Conflict resolution skills (excellent)
- Technical Skills (Telephone and Order Booking systems preferable)
- Communication skills – spoken and written (excellent)
- Negotiation and interpersonal skills (excellent)
- English skills – verbal and written (good)